Job Description

Out-of-Hours (OOH) Service Centre Specialist

Reports to: Team Manager

Company Overview

Established in 1998, Joblogic is the #1 FSM software in the UK. With offices in the UK, Pakistan and Vietnam totalling 400 people we have been in the industry for over 20 years. Although we've been in business for a while, our growth only really accelerated from 2021 onwards. Joblogic was bootstrapped to 10m ARR until March 2023 when it got its first investment from investors. Now we're becoming a rocket ship and would like you to join that journey!

Joblogic is a leading player in service management software, providing field service businesses (i.e, HVACR, Plumbing & Heating and Electrical Contracting and Maintenance) across the world with an all-in-one management solution SaaS / CRM. Our product delivers world-class software to aid in streamlining operations, increasing profitability, ensuring compliance and achieving rapid growth for all field service businesses.

Objective:

To act as the first point of contact for emergency calls relating to building operations across the UK outside of business hours. The role ensures urgent issues are triaged, logged, and resolved efficiently by dispatching the correct personnel, keeping stakeholders updated, and maintaining high levels of customer service

Key Duties

Answer and log incoming emergency calls (e.g., leaks, electrical faults, heating/cooling failures, fire alarms, access issues). Use clear questioning and listening skills to triage calls, establish urgency, and escalate where appropriate. Dispatch jobs to engineers, contractors, or emergency responders and monitor progress to resolution. Keep customers and stakeholders informed with timely updates. Accurately record all call details and updates within the service management system. Manage multiple issues simultaneously, making sound decisions under pressure. Ensure complete and accurate handovers between shifts. Follow health, safety, and compliance procedures. Always deliver a high standard of professionalism, empathy, and reassurance

Skills & Experience

Essential Excellent communicator with a professional telephone manner. Calm and logical in emergency situations. Strong problem-solving and decision-making skills. Ability to multitask and prioritise effectively. High attention to detail with accurate recording of information. Comfortable using IT systems, databases, and email. Flexible and willing to work irregular hours, including nights and weekends. Desirable Experience in a helpdesk, call centre, or facilities management environment. Knowledge of building systems (electrical, plumbing, fire alarms, access control). Experience in emergency response or triage-type roles

Hours & place of Work

Remote (UK-based), with initial in-office training as required. Shift pattern: 3 days on / 3 days off, 7am - 7pm, including weekends
Job Type: Full-time

Pay: Up to 34,000.00 per year

Benefits:

Company pension Free parking Work from home
Application question(s):

Have you worked in a customer service or helpdesk/call centre role before? Have you previously worked in an emergency response or out-of-hours role? Are you comfortable working a 3 days on / 3 days off shift pattern (7am-7pm, including weekends)? How would you rate your ability to handle multiple urgent calls at once while keeping accurate records? (Basic / Intermediate / Advanced How comfortable are you using IT systems/databases to log and track customer issues? (Basic / Intermediate / Advanced) Do you have any knowledge of building systems (plumbing, electrics, fire alarms, access control)? How confident are you in your ability to stay calm and make decisions under pressure? (Low / Medium / High)
Work Location: Remote